Videos

What makes for a good health score? How many components, how many layers, how many segments? Rob's got some ideas. Tell us your thoughts! Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/ ⏱️ Timestamps: 00:00:07 - The health score trap 00:00:27 - Rob’s hot take on health scores…

Change management is one thing, but what can we do to better bounce back from said change when it occurs? THAT is change resiliency, and Jennifer Albrecht joins the pod to tell us all about it. Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/ ⏱️ Timestamps: 00:00:00 -…

Jenelle Friday wants to make your business better. And that starts with emotional intelligence. ⏱️ Timestamps: 00:00:00 - Better EQ for better results 00:01:30 - Janelle’s journey in customer success 00:03:00 - Power of self-awareness 00:04:00 - Emotional intelligence in leadership 00:05:30 - Vulnerability yields best results 00:06:30 - Managing…

Despite his success as a CS professional and podcast, Bayron Toruño struggles with the same things we all do - imposter syndrome and negative self talk. But he's got tips for working around both. ⏱️ Timestamps: 00:00:00 - Positive self talk under pressure 00:01:35 - The imposter syndrome struggle 00:03:10…

How do you measure customer health? Is it logins? Time on page? Adrian Ruiz joins the gang to discuss. ⏱️ Timestamps: 00:00:07 - Customer usage is lying to you 00:00:55 - The account health dilemma 00:01:45 - Defining account health 00:02:50 - Measuring product stickiness 00:03:24 - The sticky meter…

So often, we focus our conversation on that of the B2B customer success manager. But in many ways, the B2C folks have us beat. Tell us your thoughts! Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/ ⏱️ Timestamps: 00:00:00 - B2C CSMs do it better 00:01:00 - Money…

Do you have practical tips for supporting women and other minority groups in tech? Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/ Dannah Vaughan, host of the Rebels of SaaS podcast, joins the show to talk DEI and what *everyone* can do to help. In short? Say the…

What is a true measure of your customer's happiness? Probably whatever makes THEIR customer happiest. Kimberly Ayala urges the guys, and YOU, to dig just a little bit deeper and find out just what makes your customers' customers tick. ⏱️ Timestamps: 00:00:00 - What makes your customer's customer happy? 00:00:31…

CS enthusiast Moussa Gherbi joins the guys to give a lesson in speaking your leadership's language. ⏱️ Timestamps: 00:00:00 - Speaking your leader's language 00:01:07 - Meet Moussa Gherbi 00:01:29 - Transitioning to a self-service model 00:02:45 - IPO and operational efficiency goals 00:03:24 - Scaling customer success through digitalization…

Product feedback from your customers is a precious gift, and Leah Moorhead thinks you're wasting it. ⏱️ Timestamps: 00:00:00 - Improving feedback loops 00:01:04 - Introducing Leah Moorhead 00:01:24 - Did we all start in sales? 00:03:18 - Aligning customer success and product teams 00:03:36 - Role of product specialists…

Maybe not nunchuck skills, bow hunting skills, or computer hacking skills. But girls-- no, COMPANIES, only want CSMs who have great skills. We break down what those skills are. What skills are we missing? Tell us your thoughts! Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/ ⏱️ Timestamps:…

Jan Young, omnipresent force in the customer success and post-sales communities, shares her mission with the guys: empowering every leader in the profession to earn their right at the executive table. ⏱️ Timestamps: 00:00:00 - Earning a seat at the table 00:01:37 - Building a customer experience community and courses…

Jim Jones is like the rest of us, working to design a health score for his customers. Except...he has no data to work with. Now what? ⏱️ Timestamps: 00:00:00 - Measuring customer happiness without data 00:01:32 - Customer success without telemetry 00:03:00 - A unique delivery model 00:04:24 - Building…

Matt Bennett of Ritten.io spends much of his day thinking about mental health. He comes onto the show to pose some questions about how to optimize it while working in customer success. Timestamps: 00:00:00 - Managing the noise and easing the mental load 00:01:40 - Challenges of customer success in…

Sheryl Hawk has a PSA for all the Lifers: your ideal customer profile is not your total addressable market is not your persona. She works with the guys on untangling the three. ⏱️ Timestamps: 00:00:00 - ICP & TAM, IYKYK 00:00:58 - The difference between ideal customer profile and persona…

CS & SaaS continue to evolve. But our love for the profession is undying. Why, exactly? ⏱️ Timestamps: 00:00:00 - Gentleman's Choice: Why we love customer success 00:01:23 - The Evolving Role of Customer Success 00:02:20 - Understanding the Business Model 00:03:09 - The Complexity of Customer Success 00:04:03 -…

Jared Orr is a veteran customer success manager and business owner running a copywriting business catering to SaaS companies. He explains why he believes content is a critical piece of your retention strategy. ⏱️ Timestamps: 00:00:00 - Being part of the conversation 00:01:28 - Starting a business 00:02:46 - Transitioning…

De'Edra Williams is ready for an evolution, and she's here to tell us how alignment will play a pivotal role. ⏱️ Timestamps: 00:01:32 - Customer success 4.0 00:02:52 - The evolution of customer success 00:04:03 - How we got here: CS 3.0 00:05:14 - Understanding the "Why" 00:06:34 - Tension…

Jeff Kinsel, the self-proclaimed Sultan of SaaS, knows its a stressful time. But with times of discomfort come opportunities for advancement. Jeff tells us how. ⏱️ Timestamps: 00:00:00 - $$$ 00:01:17 - Customer success in times of crisis 00:02:12 - The make or break moment in customer success 00:03:13 -…

Felicia Rella thinks its high time we raise our standards in CS, and embrace a lot more standardization in the process. Timestamps: 00:01:25 - Standardizing Customer Success as a Profession 00:02:32 - Varied Roles and Responsibilities 00:03:40 - The Problem with Vague Job Titles 00:04:45 - The Evolving Definition of…

Rob, JP, and Dillon go forum-diving for the hottest customer success topic on the internet, and come up with a classic battle royale. Timestamps: 00:00:00 - An optimist's point of view 00:01:39 - Does the structure work? 00:03:17 - Masterful negotiations 00:04:51 - Limiting future opportunities and layoffs 00:06:17 -…

Stijn "Stino" Smet attributes much of his success to his white glove approach that he and his team employ. Learn from him why he believes white glove service isn't going anywhere soon. ⏱️ Timestamps: 00:00:00 - Awkward Car Meeting 00:01:40 - Meeting your idols 00:03:22 - Value of personal connections…

Julie Fox is a giver, and she thinks every customer success organization deserves to embrace digital customer success. But her definition of digital differs just slightly... ⏱️ Timestamps: 00:01:26 - Digital CS is for Everyone 00:02:41 - Building a Scaled CS Team for Amplification 00:03:52 - Maximizing Customer Interaction and…

Armando Quintana III is a bit of a renaissance man, to our surprise. But he's also a customer success manager, spending too much of his time wondering about value and how to create it. But more importantly, he wonders what the word even means. Timestamps: 00:01:23 - Should Customer Success…